People Service Excellence Analyst - Agoda

Agoda seeks an Analyst to support the analysis, improvement, and standardization of people and organization development processes. The role involves working with stakeholders and technology partners to document processes, translate business needs into requirements, and support continuous improvement and technology implementation projects. Candidates must have experience in HR operations and process improvement, as well as a foundational understanding of technology implementation in an HR environment.

Analyze existing HR processes, workflows, services, and procedures to identify inefficiencies and improvement opportunities.

Document current-state and future-state processes using process maps, workflow diagrams, and standard operating procedures.

Recommend improvements that enhance operational efficiency, service quality, compliance, and employee experience.

Support the development and maintenance of HR process documentation, guidelines, and knowledge materials.

Prepare analysis, recommendations, status updates, and project status reports.

Bachelor’s degree in business administration, Human Resources, Information Systems, Operations, or a related discipline.

2–5 years of experience in business analysis, HR operations, HR process improvement, HR transformation, or a related role.

Practical experience working with HR processes and understanding of the employee lifecycle.

Experience analyzing and documenting business processes, workflows, and operating procedures.

Experience gathering requirements and working with multiple stakeholders.

Experience working with Human Capital solutions, case management, or other HR applications.

Familiarity with business analysis techniques such as process mapping, root-cause analysis, gap analysis, stakeholder analysis, requirements traceability, and impact assessment.

Exposure to Agile, Waterfall, or hybrid project delivery methodologies.

Knowledge of HR policies, controls, data privacy, and compliance considerations.

Review Hiring Process Guidelines before interview. Interview process details available on Agoda careers site.